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More granular permissions - disable field editing or other actions such as "reply"

Disable field editing to keep single source of truth in CRM as native sync from Hubspot or Salesforce for example are only one way batches. So if a user edits a contact field this wont be reflected in hubspot and when the next batch syncs, their c...
1 day ago in Admin Experience / Advanced rule conditions and actions / Compliance & security / Security / Workflows 0

Smart QA scores available in exports / API

No description provided
1 day ago in Insights 0 Backlog

Smart QA score in a dynamic variable

Enable workflows based on the result of a smart QA evaluation
1 day ago in AI / Insights / Workflows 0 Backlog

Add macros to Portal - Self Service Actions

All customers on the portal to take quick actions by surfacing macros on the portal. (Not necessarily attached to a conversation - instead just quick actions that allow users to interact with systems such as: "create a call back request" or "updat...
3 days ago in Macros / Workflows 0

Advanced Customisable Branding in Portal

Allow for customers change font, more colours of all elements and rearrange layout.
3 days ago in Customer Portal 0

Allow Customer Portal follow up over email

Allow you to move your Customer Portal conversation over to email more easily. Many of people who submit tickets don't want to have to return to the help center to continue their conversation and want to be able to reply directly to a conversation.
21 days ago in Customer Portal 0

Org Ticket Filters: Filter company tickets by assignee, product, site, priority, etc.

Allow customer admin to filter through and search all company tickets on their customer portal.
16 days ago in Customer Portal  / Knowledge Base 1
440 VOTE

Comments will not cancel a snooze event

A lot of teams have a workflow where they snooze a conversation and continue to comment on it. It can be frustrating for them to always have to click Snooze again when it was internal comments that broke the snooze rather than a message from the c...
about 2 years ago in Snooze 3 Backlog
438 VOTE

Mark an inbound or outbound message as high or low importance

Inbound and outbound messages in Outlook can be set to have high or low importance: https://support.microsoft.com/en-us/office/mark-a-message-as-high-or-low-importance-44be4160-d3d9-4f26-97bd-46359b845ae3?ui=en-us&rs=en-us&ad=us Requesting...
over 2 years ago in Email channels 16 Backlog
643 VOTE

Ability to @mention a team

This will allow users to @ mention an entire group/team in a comment to notify all individuals at once.
over 4 years ago in Comments / @ mentions 21 Backlog